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VIDEO OPERATEDCITIZEN SERVICECity ManagerIb Østergaard Rasmussen
Guldborgsund Municipality
ONE MUNICIPALITY SIX SERVICECENTRES
CITIZEN SERVICE POLICY
”Citizen shall experience service at the highest level and always be meet by competent personal. Regardless of which Service Centre they contact, citizens should be offered the same help and guidance”
OUR CHALLANGES
• How can we stay closely connected with our citizens and be present in their local environment, as stated in our vision?
• How can we best manage our resources, cut expenses and maintain the professional expertise whilst offering the same level of services to our citizens at all six locations?
BACKGROUND AND CONTENTS OF THE PROJECT
A desire to be renowned for used state of the art, advanced technology
Unmanned video operated Citizen Service Center Unmanned video operated reception at Town Hall Units are operated by the same Call Centre Longer openings hours with less personnel
NEW INFRASTRUCTURE
CALL CENTRE SAKSKØBING
• Phone calls to the Citizen Service Centre
• Switchboard for the entire administration
• Virtual receptionist for Town Hall
• Personal appearances at the Citizen Service Centre
• Video operated remote attendance for Citizen Service in Væggerløse
• SMS/chat-services
Foto: Cisco
Front Desk
Citizen Service in Væggerløse
Call Centre in Sakskøbing
VIRTUAL CITIZEN SERVICE
Foto: Cisco
WHAT DO THE CITIZENS MEET?
Document camera, surveillance camera, scanner and printer
Queuing system
Seating arrangements for the citizens
Foto: Cisco
Virtual reception at City Hall
Call Centre in Sakskøbing
THE VIRTUAL RECEPTIONIST
Foto: Cisco
Waiting area with information board
ACCESSIBILITY
• We wish to be accessible to all our citizens
• Consequences:
Automatic door opening
All citizens are seated
POSSIBLE THREATS
• Employees resistance to new workflow and organizational changes
• Political pressure to ensure, that citizens are still served at all the previous locations. Meeting citizens face-to-face!
• Skepticism amongst Works Committees and Labor Unions, that the new system will lead to cutbacks.
• Citizens may feel that the level of service is lowered.
• Pratical difficulties with operating the technical solution.
COMMUNICATION IS THE ANSWER!
• Recruiting a ”digital pilot”
• Frequent communication with employees
• Frequent communication with citizens
• Citizens are given opportunities to learn more about the new system
• Sharing knowledge and experiences with other authorities in the same position
CRITERIA FOR SUCCESS That citizens find the video operated Service
Centre satisfactory.
That a significant number of citizens use the unmanned Citizen Service Center.
That employees thrive with the new ways of servicing our citizens.
That case-flows are efficient.
That the quality of our case management does not suffer from the changes.
FUTURE PERSPECTIVES II
2010-prices(in 1.000 kr.)
2011 2012 2013 2014
Cost reduction 550 1.100 1.100 1.100
Staff reduction 2,25 jobs 4,5 jobs 4,5 jobs 4,5 jobs
Investment* 2.700 0 0 0
*) Estimated
We are already planning on new investments in order to harvest further efficiency benefits.
QUESTIONS?
